Customer Assurance Operations - Operations, MariBank

Requirements:

• Independently conduct end-to-end reviews of customer complaints, ensuring all assessments are fair, objective, and aligned with regulatory standards

• Identify root causes of issues through investigation

• Draft and deliver clear, professional, and timely formal responses to customers regarding their case outcomes

• Partner with different teams regarding the investigation and handling of customer complaints and sharing insights from customer feedback

• Recommend policy or process changes based on complaint trends and feedback

• Drive initiatives that enhance the overall customer experience

• Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank’s risk and compliance requirements.

• Oversee the Bank’s complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.

• Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience

• Possess Bachelor’s Degree or equivalent

• At least 5 years of experience with dispute handling in the banking/financial services sector is preferred

• Excellent verbal and written communication skills

• Ability to multi-task, prioritise and manage time effectively

• Strong analytical and problem solving ability as well as stakeholder management skills

• Good working knowledge of MS Office (Excel, Word)